Senior Program Manager, Customer Experience Innovation and Automation, Artificial Intelligence and Self-Service Technologies at blithequark

Introduction to blithequark and the Industry

At blithequark, we are passionate about delivering exceptional customer experiences through innovative support solutions. As a leader in the industry, we recognize the importance of leveraging Artificial Intelligence (AI) and automation to empower our customers and resolve their issues efficiently. Our Customer Engagement Technology (CET) team is at the forefront of this mission, and we are seeking a talented Senior Program Manager to join our ranks.

Job Overview

We are looking for a highly skilled and experienced Senior Program Manager to drive a high-visibility program focused on reducing customer service contacts through the expansion of our automated tools and AI capabilities. As a key member of the CET team, you will own and execute complex projects and programs that span across the globe and multiple organizations within blithequark. Your expertise will be instrumental in shaping the future of customer experience innovation and automation at our company.

Key Responsibilities

• Be the singular owner of the program, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program's strategy and roadmap.
• Define business and systems requirements working with internal and external customers to ensure seamless integration and optimal results.
• Develop and execute the project plan from design to release, securing resources, and managing implementation to meet program objectives.
• Clearly communicate goals, roles, responsibilities, and desired outcomes to stakeholders, ensuring everyone is aligned and working towards shared objectives.
• Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables, and support partner teams to refine processes and increase efficiency in line with program objectives.
• Make informed tradeoffs to optimize time-to-market in consultation with stakeholders, balancing competing priorities and ensuring the program's overall success.
• Manage multiple internal and external, cross-functional, and remote stakeholders, fostering collaboration and driving results in a fast-paced and dynamic environment.
• Develop change processes associated with program rollout and ongoing support, ensuring a smooth transition and minimizing disruptions to our customers and internal teams.
• Track delivery against program objectives and implement proposals to improve program services and efficiencies, continuously monitoring and evaluating the program's performance.
• Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations, driving growth and increasing our global footprint.
• Ideate and drive strategic change across the broader CET team, leveraging your expertise and experience to identify opportunities for innovation and improvement.

A Day in the Life

In this role, you will have the opportunity to work closely with senior leaders across cross-functional stakeholder teams within blithequark, driving collaboration and influencing them to prioritize projects, meet objectives, and adhere to business plans towards shared objectives. You will be responsible for key workstreams, including stakeholder updates, monthly roadmap reviews, business reviews, and organizational goal setting. Your ability to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment will be essential to your success.

Essential Qualifications

• 5+ years of program or project management experience, with a proven track record of delivering complex projects and programs from conception to completion.
• Experience using data and metrics to determine and drive improvements, with a strong analytical mindset and ability to interpret complex data sets.
• Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership, with excellent communication and presentation skills.
• Bachelor's degree in a relevant field, such as business, operations, or engineering.
• Intuitive understanding of optimal versus sub-optimal customer experiences, with the ability to quickly assess situations and identify solutions to improve or fix issues.

Preferred Qualifications

• 2+ years of driving process improvements experience, with a focus on leveraging technology and innovation to drive efficiency and effectiveness.
• Master's degree or MBA in a relevant field, such as business, operations, human resources, adult education, organizational development, instructional design, or a related field.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Senior Program Manager, you will have access to a range of training and development opportunities, including mentorship programs, leadership development initiatives, and ongoing education and training. You will also have the opportunity to work with a talented and experienced team, learning from their expertise and sharing your own knowledge and experience.

Work Environment and Company Culture

Our company culture is built on a foundation of innovation, collaboration, and customer obsession. We are a dynamic and fast-paced organization, with a focus on delivering exceptional customer experiences and driving business results. As a member of the CET team, you will be part of a talented and dedicated group of professionals who are passionate about leveraging technology and innovation to drive customer experience excellence.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a base salary range of $104,100 to $185,000 per year, depending on location and experience. We also offer a range of benefits, including medical, dental, and vision coverage, maternity and parental leave options, paid time off, and a 401(k) plan. Additionally, we provide opportunities for career growth and development, as well as a dynamic and supportive work environment.

Conclusion

If you are a motivated and experienced program manager with a passion for customer experience innovation and automation, we encourage you to apply for this exciting opportunity. As a Senior Program Manager at blithequark, you will have the chance to make a real impact on our customers and our business, while developing your skills and expertise in a dynamic and supportive environment. Don't miss out on this opportunity to join our team and help shape the future of customer experience at blithequark. Apply now and take the first step towards an exciting and rewarding career with our company.